Smart FAQ

Share access to your institutional knowledge

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Static, clunky, difficult to use, difficult to find…

 

Traditional help centres are a thing of the past. Say hello to a responsive, fully customisable, fully branded Help Centre that your users will love to use. SEO-optimised from the get-go, offering personalised content throughout the length of the customer journey, your users will find the answers to their questions on any device at any time, and quickly; So they can get back to what they were doing beforehand.

Knowledge is power

70% of requests are resolved on the spot
without input from your customer support team.

Catapult your ticket deflection rate by processing high frequency, tier-1 tickets automatically, at source. Save your agents’ bandwidth for more complex issues requiring a human touch, reduce customer effort & deliver an exceptional customer experience.

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Studies show that valuing your end-users’ time is a key driver in customer satisfaction

Help your customers help themselves & benefit from increased customer loyalty.

Reduce your attrition rate 
by making the customer journey
as intuitive and clear as possible.

Help your users
help themselves,
& reap the rewards.

Get noticed!
Improve your SEO rankings
thanks to a well-stocked knowledge base

A seamless integration

Out with the old and in with the new

Turn your traditional FAQs into intelligent and dynamic responses to your customers’ questions

Offer in-context support throughout the customer journey with the embedded Help widget. Our semantic search engine processes natural language and combines a matching algorithm to its database. Spelling mistakes and alternative sentence structures are all recognised & will still get you to the answer you need.

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Offer personalised support by providing Help Centre content ‘in-context’

Deflect tickets away from your support team with integrated search functionality in your contact form. Our sophisticated algorithms will suggest related articles based on user keywords, driving your customers to your Help Centre, rather than your agents.

Gauge the quality of your articles & user satisfaction through a simple satisfaction survey

Understand the impact of your Help Centre & know where to improve it, with insight from your data.

Easy-to-deploy SAAS cloud solutions

For your agents

Our Help Centre is simple to rollout & ensures information is consistent & accurate across your site with content managed from a single interface.

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End-users

Respond to their burning questions anywhere, anytime, on any device.

Don’t just take our word for it

  • « Our Contextual Help Centre has become pivotal in our customer relationship management. It serves as the go-to for simple questions our clients ask. Initial feedback from clients has been very positive, suggesting that the self-service software has become second nature to them. The value that our agents can bring is now focused on dealing with more complex email and telephone queries. »

    le monde.fr
    Laure Drocourt - Assistant Director - Print and Online MembershipLe Monde.fr
  • « Smart Tribune allows us to quickly identify potential problems and make relevant improvements. »

    cinemur
    Julien Nicault - CEOCinemur
  • « As a company that focuses heavily on contact rates Ouigo is passionate about self-service support methods as we see it as beneficial for both the company and our customers. The idea being to empower our customers with pertinent, everywhere, anytime access to support information so they can help themselves. »

    ouigo
    Cecile Delalieu - Head of Customer RelationshipOUIGO

Sounds good?

Get started with self-service support.

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